Product Support Specialist

About Fishbowl Fishbowl is an industry leading, top supplier of manufacturing and warehouse management software for small, medium, and enterprise sized businesses across 40+ verticals. While our mission is to deliver amazing software, service, training, and support to our customers to help them grow and scale their business operations, our passion is helping people. Whether you are new to owning and operating a business, or you have been at it for 20+ years, Fishbowl provides simplicity and flow for business owners and makes it easier for them to focus on what they love most, running their business.

To support the mission of Fishbowl, we have recently partnered with Diversis Capital to invest in Fishbowl’s growth and market scale. We are well on our way to developing exciting new cloud-based products that will continue to surprise and delight our existing and future customers. We also have exciting plans to expand our efforts internationally and are focused on building a globally oriented team that will allow us to scale our operations and future market growth potential.

The Opportunity Fishbowl is hiring for a full time Technical Product Support Specialist who is solution-focused and will provide our customers with a hands-on, top-notch experience. Come be a part of our dynamic team.

As we work to expand our internal team, Fishbowl is looking for individuals who are highly collaborative, carry diverse skill sets, love problem solving, and understand the value of working on a high-performing, goal-oriented team.

Our HQ offices are based in Orem, UT, where this position will be located.

Responsibilities

• Handle incoming support cases through phone, email, and chat channels. Verify customer account contracts in all instances. Perform thorough investigation and diagnosis of software and hardware issues, applying appropriate remediation strategies.
• Provide comprehensive support for Fishbowl products and integrated systems, including eCommerce, accounting, API integrations, and ODBC, ensuring high-quality solutions and seamless experiences for our customers.
• Take ownership of diagnosing and resolving technical issues related to Fishbowl software, including identifying bugs, resolving integration challenges, and addressing customer inquiries on product features.
• Manage and prioritize customer cases by communicating with customers through phone, email, and chat, ensuring timely resolutions while maintaining accurate and detailed documentation of interactions using Salesforce or other CRM platforms.
• Serve as a subject matter expert on Fishbowl products, proactively identifying opportunities for improvement and sharing best practices to help customers maximize product efficiency.
• Contribute to product improvement efforts by collaborating with cross-functional teams to provide insights and feedback based on customer interactions and emerging support trends.
• Escalate advanced technical issues or product bugs to Tier 2 support as needed, ensuring a smooth handoff and clear communication for more complex cases.
• Participate in team and company-wide initiatives, embracing opportunities for continuous learning, professional growth, and process improvements to enhance the overall customer experience.
• Adapt to changing priorities and contribute wherever needed to support the company’s goals, demonstrating flexibility in managing diverse task and responsibilities as they arise.

Requirements

• 2+ years of experience in a customer-facing role, with demonstrated ability to manage and resolve complex issues.
• A proactive, self-driven approach to problem-solving, with a passion for continuous learning and staying updated on the latest in technology.
• Strong attention to detail and the ability to independently follow through on complex tasks and projects.
• Customer-focused mindset with a results-oriented attitude, committed to delivering high-quality services in a fast-paced environment.
• Exceptional communication skill, both oral and written, with the ability to explain technical concepts clearly and professionally to diverse audiences.
• Adaptability and flexibility, with the capacity to manage shifting priorities and work collaboratively across teams in a dynamic, growing company.
• Ability to work independently while coordinating effectively with others, demonstrating strong ownership of responsibilities and commitment to team success.
• Experience supporting SQL ba…